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We recognise even in the best run organisations things can go wrong. If this happens, please contact us and let us work with you to try and resolve any issues. Above all, resolving your complaint is important to us.
If you do have a complaint, here’s an easy way to let us know: www.cfs.com.au/feedback.
Our commitment
In managing and resolving complaints we are committed to:
- addressing any issues raised within reasonable timeframes and keeping you updated along the way
- being objective and consistent in our process that is sensitive to any of your personal circumstances
- using complaint information to understand why they arise and what we can do to learn and fix issues to improve our products and services to benefit our customers.
What happens after you've made a complaint?
- We’ll let you know we've received your complaint (generally within one business day).
- We’ll investigate your complaint and always attempt to resolve it when it is first raised or within five business days. If your complaint takes longer to investigate, we will keep you informed of our progress and provide you a written response
- We’ll work with you to find a fair solution
How long will it take before we get back to you?
We will make every effort to resolve your query as quickly as possible and keep you informed of our progress, but no later than the maximum timeframes as per table:
No later than 30 calendar days after receiving the complaint
No later than 45 calendar days after receiving the complaint
No later than 90 calendar days after receiving the complaint
Occasionally, there may be delays in responding to your complaint, due to the complexity of the resolution or due to circumstance outside of our control. If this happens, we will let you know about the delay in advance, the reason for the delay and your options, including your right to escalate your complaint to an external dispute resolution body.
How to lodge a complaint
We provide various channels for you to reach out and make a complaint, depending on the product you hold, please see below our contact details:
- Website: Submit a complaint via our online feedback form: www.cfs.com.au/feedback
CFS FirstChoice
Phone: 13 13 36
Email: contactus@cfs.com.au
Website: cfs.com.au/complaints
Mail: Complaints Resolution GPO Box 3956 Sydney NSW 2001
CFS Edge
Phone: 1300 769 619
Online: Via ‘Click to Chat’ or the webform on the ‘Contact us’ page at cfs.com.au/cfsedge
Mail: Complaints Resolution Locked Bag 20130 Melbourne VIC 3001
CFS Wrap
Phone: 1300 769 619
Email: complaints@cfs.com.au
Mail: Complaints Resolution Locked Bag 3460 GPO Melbourne VIC 300
Commonwealth Essential Super
Phone: 13 4074
Email: contactessentialsuper@cfs.com.au
Mail: Complaint Resolutions Reply Paid 27 Sydney NSW 2001
If emailing your complaint, please ensure you include the following information:
- Please send an email with the subject line: Complaint
- An account/investor number
- Preferred method of contact
- Details of the complaint
- What outcome is being sought to resolve the complaint
If you need additional support
We have specialised frontline staff who are trained to proactively identify, support and assist you if you need help to make a complaint or you need help with the complaint process. We can also provide access to a translation service if required and we can support calls from the National Relay Service if you are deaf or hearing impaired.
If you are unhappy with our response
While we will make every attempt to resolve a complaint to your satisfaction, at times this may not be possible. If at any time you are unhappy with how we are handling your complaint or you are unhappy with the resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA contact details for complaint lodgement are:
Online: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If you would like more information on how we handle complaints, please read our complaints policy, which can be accessed here
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8:30am to 6pm (Sydney time)
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CLOSED public holidays (25 to 26 Dec & 1 Jan)
23 Dec 2024 to 3 Jan 2025, 9am to 3pm (Sydney time)
6 to 10 Jan 2025, 8:30am to 5pm (Sydney time)
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Things you should know
Avanteos Investments Limited ABN 20 096 259 979, AFSL 245531 (AIL) is the trustee of the Colonial First State FirstChoice Superannuation Trust ABN 26 458 298 557 and issuer of FirstChoice range of super and pension products. Colonial First State Investments Limited ABN 98 002 348 352, AFSL 232468 (CFSIL) is the responsible entity and issuer of products made available under FirstChoice Investments and FirstChoice Wholesale Investments.
Information on this webpage is provided by AIL and CFSIL. It may include general advice but does not consider your individual objectives, financial situation, needs or tax circumstances. You can find the target market determinations (TMD) for our financial products at https://www.cfs.com.au/tmd which include a description of who a financial product might suit. You should read the relevant Product Disclosure Statement (PDS) and Financial Services Guide (FSG) carefully, assess whether the information is appropriate for you, and consider talking to a financial adviser before making an investment decision. You can get the PDS and FSG at www.cfs.com.au or by calling us on 13 13 36.